• Experience & Service Design

  • Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints.

  • Lead current-state and future-state experience design activities.

  • Facilitate discovery workshops with business stakeholders, operations teams, and technology partners.

  • Define experience intent, moments that matter, and guest outcomes.

  • Produce:

  • Customer Journey Maps

  • Service Blueprints (frontstage and backstage)

  • Ecosystem Maps

  • Stakeholder Maps

  • Opportunity Assessments

  • Future-State Service Concepts

  Operational Service Design

  • Translate experience concepts into operationally viable service models.

  • Define:

  • Frontstage and backstage processes

  • Roles and responsibilities

  • Service interactions

  • Handoffs and escalation paths

  • Supporting systems and technology requirements

  • Identify operational gaps, pain points, risks, and dependencies.

  • Partner with Operations teams to validate feasibility and operational readiness.

  Digital Experience & Product Definition

  • Work closely with Product Managers, Business Analysts, UX/UI Designers, and Digital/Technology teams.

  • Document high-level business, guest experience, and service requirements.

  • Translate journey and service design outputs into:

  • User stories

  • Experience requirements

  • Functional concepts

  • MVP definitions

  • Pilot recommendations

  • Ensure digital solutions align with intended guest and operational outcomes.

  Service Standards & Governance

  • Support the development and maintenance of experience standards, design principles, and service frameworks.

  • Define "what good looks like" across priority guest journeys.

  • Create service design playbooks, templates, and operating guidelines.

  • Support design assurance and governance reviews for major journey initiatives.

  Operationalisation & Change Readiness

  • Translate service design outputs into actionable requirements for Operations, Digital, Technology, and Training teams, ensuring experiences can be operationalised at scale.

  • Support pilot delivery, implementation planning, and operational readiness activities.

  • Work with business stakeholders to ensure new experiences are adopted effectively and sustainably.

  Executive Communication & Storytelling

  • Develop executive-level materials including:

  • Experience narratives

  • Journey visualisations

  • Service blueprints

  • Options papers

  • Decision packs

  • Present complex experience concepts in a manner that is:

  • Visually clear

  • Outcome-focused

  • Actionable for senior stakeholders

  • Clearly articulate the "why", "what", and "so what" of experience initiatives.

  
  
  

  Key Deliverables

  • Customer Journey Maps

  • Service Blueprints

  • Experience Requirements Documents

  • Operating Models

  • Service Standards and Design Playbooks

  • Process and Interaction Models

  • Opportunity Assessments

  • Pilot Concepts and Business Cases

  • Executive Storytelling Decks

  • Design Assurance Reviews

  • Future-State Experience Concepts

  
  
  

  Highly Desirable Skills (Strong Advantage)

  Service & Experience Design

  • Experience designing journeys that span physical, digital, and assisted service channels.

  • Strong experience in:

  • Service Design

  • Customer Experience (CX)

  • Design Thinking

  • Human-Centred Design

Desired Candidate Profile

• Bachelor's or Master's degree in Design, Business, Human-Computer Interaction, or a related field.
• 5+ years of progressive experience in customer experience, service design, or UX/UI with a strong portfolio showcasing impactful projects.
• Proven expertise in user research methodologies, journey mapping, service blueprinting, and prototyping tools (e.g., Figma, Sketch, Miro).
• Demonstrated ability to translate complex customer insights into innovative and practical service solutions.